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On-demand is in demand

No incumbent is safe, it’s time to enhance customer experiences with lifestyle offerings

Overview

With experiences that truly resonate with customers, on-demand upstarts are winning more than the customer experience game. They are securing consumer trust, fulfilling a lifestyle promise, and stealing valuable parts of incumbents’ business.

Some established companies aren't giving up without a fight. They are building, buying or otherwise creating on-demand capabilities of their own. They aren’t just defending against the incursion of digital-first companies, they are using on-demand disruption as a catalyst for change—and a path for revenue and growth. Others would be wise to learn from their examples.

Mark advises top executives and their teams in the development and execution of digital business strategies to drive growth and business results. A prolific author and a regular speaker on business, leadership and technology issues, Mark’s ideas appear in leading publications such as the Wall Street Journal and the Financial Times. In 2012, the Huffington Post named him one of the top 100 most influential bloggers on technology issues. Mark is based in Chicago.

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